Customer Success Engineer

About the Company:

Qumulo is the unstructured data platform to store and manage exabyte-scale data anywhere – at the edge, in the core data center and in the cloud. With unstructured data growing in more locations faster than ever before, enterprises today need a way to store, manage, and curate data simply and efficiently in any location, on any platform. This is precisely what Qumulo was founded to accomplish.

At Qumulo, we are building an open and collaborative culture where people can do their best work with customers as our magnetic field. We act as owners, we share by default, we are data driven and experimental and as an inclusive workplace, we encourage and celebrate multiple points of view. As part of our culture we believe diversity drives innovation.

About the Position:

Customers are the lifeblood of our company and Qumulo is looking for strategic, customer-focused, and results-driven Customer Success Engineers (CSEs) with a strong background in cloud technologies. CSEs will engage and work with our customers to answer technical questions or resolve complex issues primarily focusing on cloud environments such as AWS and Azure. The CSE is ultimately responsible for the complete life cycle of a customer issue and ensuring proper communication and resolution.

Responsibilities:

• Work cross-functionally with our sales, product, and engineering teams to proactively manage each customer’s successful deployment in both on-premises and cloud environments
• Proactively manage each customer’s business needs and environments
• Troubleshoot issues with deployed Azure or AWS cloud file systems, including cloud infrastructure issues, permissions problems, performance issues, and general file system issues
• Prioritize and drive resolution for escalated customer issues in both cloud and on-premises environments
• Provide feedback to engineering and product teams on product gaps and areas of improvement, particularly related to cloud offerings
• Collaborates with peers and mentors on complex issues
• Consistently grow knowledge and expand skill sets in cloud technologies

Qualifications:

• Excellent written and verbal communication skills
• Strong problem-solving skills with a can-do attitude
• Demonstrated working knowledge of major cloud platforms (AWS and Azure), including compute, storage, networking, and identity management services
• Familiarity with cloud deployment processes and tools such as AWS CloudFormation, Terraform, or Azure Resource Manager templates
• Experience with cloud monitoring and logging tools 
• Basic network troubleshooting skills and understanding of general network technologies
• Familiarity with Linux & Windows operating systems 
• Familiarity with Windows Active Directory or LDAP
• Understanding of file permissions and access control in cloud environments
• 2-5 years experience in a customer-facing role including 1-3 years of troubleshooting cloud environments
• Python Programming skills are a plus
• Relevant cloud certifications (e.g., AWS Certified SysOps Administrator, Microsoft Certified: Azure Administrator Associate) are a plus but not required

Senior CSE Qualifications:

• Excellent networking configuration experience with modern switch operating systems including experience with software-defined networking in cloud platforms
• In-depth knowledge of storage solutions, including expertise in NAS and scale-out file systems
• Proficiency in Linux command line scripting and Python programming for automation and analysis tasks
• Advanced ability to analyze system logs and metrics to effectively diagnose and resolve complex issues
• 5-10 years of experience working in a technical customer support including 3-7 years supporting cloud environments

Principal CSE Qualifications:

• Expert in packet capture analysis and network diagnostics 
• Ability to reproduce and perform root cause analysis on complex technical issues
• Advanced scripting skills in both Linux command line and Python for developing tools and scripts to optimize support processes
• Skilled at solving complex, cross-service issues using logs and metrics analysis
• 10+ years of experience working in a senior technical customer support role including 7+ years troubleshooting cloud environments

The role involves supporting both cloud and on-premises solutions adapting to customer needs. We value continuous learning and adaptability in this rapidly evolving field. 

The ideal candidate will be located in the Phoenix area to support customers on-site as needed. 

Key Benefits

The annual pay range for the role is USD $81,000 - $160,000. This role has the opportunity to earn variable incentive compensation depending on the terms of the applicable plan

Individual pay depends on various factors, such as role level, relevant experience and skills, and location. Pay ranges are reviewed and typically updated each year. Offers are made within the pay range applicable at the time.

Qumulo is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, gender, religion, sex, sexual orientation, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law.

As part of the employment process, Qumulo conducts comprehensive background checks on all final candidates for employment. The background check process may include a review of criminal history, credit history, employment verification, education verification, and other relevant information.

Qumulo is committed to complying with all applicable federal, state, and local laws concerning background checks. We ensure that our background check process is fair, consistent, and transparent, and we follow all legal requirements regarding the timing and scope of such checks.

For positions in jurisdictions with specific legal requirements, such as restrictions on the timing of criminal history inquiries, we will conduct these checks in accordance with local laws and only after a conditional offer of employment has been made, where required.

For more information on our Applicant and Employee Privacy Notice please click on the link below:

https://et5yrgdebta.exactdn.com/wp-content/uploads/2024/10/Qumulo-Global-Professionals-Privacy-Notice-October-2024.pdf

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